Featuring: Lutz Schuler, CEO of VMO2
Use Case: Channel Optimization, Agent-Customer Pairing, AI-Driven CX
In today’s rapidly evolving landscape, data is no longer just a competitive advantage – it’s the foundation of survival. As Lutz Schuler, CEO of VMO2 put it:
“Data is an absolute revolution for our industry. Either we use it the right way, or we lose the customer relationship. As simple as that.”
This candid perspective comes from a leader whose team has been on a transformative journey – leveraging data, AI, and strategic partnerships to drive better customer experiences and stronger revenue performance.
From Data to Outcomes: A Shared Journey
This organization’s digital transformation began with a simple but ambitious goal: to understand their customers better than anyone else.
“The core for us is to understand every household, every product price permutation, and then understand the right channel for the household to interact with us.”
This granular understanding of customers became the cornerstone of their strategy. And it’s here where the partnership with Afiniti became critical.
“This is also your sweet spot. This is the core of our strategy.”
By integrating Afiniti’s AI technology, which pairs customers with agents based on outcomes, the organization began to see measurable benefits, including:
- Increased revenue
- Higher customer satisfaction
- Deeper, data-driven insights into customer behavior and channel preferences
A True Collaboration Between Data Teams
As with any major transformation, there were challenges along the way – especially when it came to aligning internal teams and external technology partners.
“In the past, there was a bit of competition between my data team and your team… some of my colleagues saw it as an OR instead of an AND.”
Initially, there was hesitation. Could internal and external analytics efforts truly work in harmony? Over time, the answer became a resounding yes.
“Now we are at an AND. Afiniti is helping us in certain use cases – using our data and adding it to your data – to ultimately get customers what they want.”
Built on Trust, Proven in Crucial Moments
Beyond technology and data, this is a story about trust.
“We’ve had some crucial moments together. And I could count on Afiniti. You helped us.”
That kind of reliability has turned a vendor-client relationship into a true partnership.
“You’ve provided value to us. You can count on us. That’s what a partnership is about.”
Key Takeaways
- Data is now mission-critical.
Organizations that fail to harness data intelligently will lose their customer relationships.
- AI enhances – not replaces – internal capabilities.
The most effective strategies combine internal data science teams with specialized partners to create a powerful, collaborative “AND” approach.
- Personalization drives both CX and revenue.
Tailoring product offers and communication channels to each household delivers measurable gains in satisfaction and financial outcomes.
- The right partner goes beyond tech.
Trust, consistency, and shared goals are what elevate a technology provider into a long-term strategic ally.
Want to learn how Afiniti can help your team drive better outcomes from your existing customer data?
See the full interview here.